Tuesday, October 11, 2011

Revamped SQ website continues to bug Anne Wong

Anne Wong emailed me her latest problem with Singapore Airlines' website on October 6 but I was busy and failed to read it... until now.

She had booked a flight to Hong Kong but the website "just will not let me change my booking". This is her story...

"Tonight (Oct 6), I attempted to change my flight, HKG-SIN on October 24, 2011 to October 16, 2011.

"But it was going to cost HK$382 more. When I continued, I was UNABLE to to go much further because my Krisflyer number was rejected.

"This is despite the name (Anne Wong Holloway) and number being EXACTLY the same with which I logged into the website for the transaction!

"The only reason I could give for this is that the boarding pass I printed out for my flight to HKG tomorrow morning carries this name: ANNE WONG PUI HUNG ELIZABETH.

"There is no logical reason for this name to be on my boarding pass because I changed this years ago (effected 2005 to be exact, when I got tired of having to fill in forms with such a long name including a Chinese name I never use. And had to make a conscious effort to respond when Elizabeth Wong was called!) and have been travelling with SQ boarding passes in the name of Anne Wong Holloway for years.

"My Krisflyer account has the correct name but the name on my boarding pass is way out of date.

"WHY? Because only a couple of weeks ago I emailed SQ to correct my address in Hong Kong as the website profile listed an address that has not been used for several years!

"But then, calling the Krisflyer number 6789 8188 was no help either; a polite woman listened to me, but without being able to show her the screen shots, she did not understand what I was trying to say.

"In the end she could only suggest I call the Hong Kong ticketing office tomorrow - by which time, with my luck vis a vis SIA, the fares would have gone up!

"Now please will someone help me and also give an affectionate kick on the backside to SQ's IT department for not hurrying up.

"If this had happened in America, the airline would have suffered financially because it isn't as close and convenient to get to any airline office as it is in Asian cities. And people in Asia do not rely as heavily on airline web sites as abroad."

I hope Anne managed to sort out her problems. Meanwhile, the woes of the SQ revamped website remains.... So much for "It's a great way to fly."

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